After many years of being a satisfied Best Buy customer, I recently had a two very disa...
GetHuman-cwlgmc's customer service issue with Best Buy from January 2019
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The issue in GetHuman-cwlgmc's own words
After many years of being a satisfied Best Buy customer, I recently had a two very disappointing experiences. On Nov **, I purchased a Nest camera as a Christmas gift using $*** of my rewards and picked it up at the Northglenn, CO Best Buy. On Christmas day, I later learned the gift recipient needed a Ring camera and not a Nest. Also, on Christmas, I received two Nest smoke detectors as a gift. They were the battery powered model and I needed the ***v wired model.**On Dec **, I went to Best Buy to exchange the two unopened, unused Nest smoke detectors. I was expecting an even exchange. I was told since I didn’t have a receipt, an even exchange was not possible and I would receive the previous lowest price for my Nests and pay the current (highest) price for the new Nests. I had my eye on the Nest smoke detectors and knew they had been on sale as well. The female manager wouldn’t even check to confirm that the wired model had also been on sale. She said there would be no even exchange and since I did not have a receipt, I would receive no sales tax consideration either. This “even exchange” cost me an additional $**. I feel I was not valued as a long term Best Buy customer and was treated very poorly.**Also, on Dec ** I exchanged the Nest camera for a Ring camera. The Nest was on sale when I bought it and the Ring was not, but the Ring came with a free Echo Dot. I was told I could not apply my rewards at that time to this purchase, but was assured I could do so in **-** days once they were credited to my account. I was told it had to be done this way since the Nest camera purchase had been done online. I only made the purchase online because the Northglenn store didn’t have it in stock. I was frustrated I had to come back to complete this transaction, but trusted all would turn out as I was promised.**On Jan *, I returned to the store to apply my rewards to the Ring purchase. I was told I could not without "returning" the Ring and then “repurchasing” it. However, in order to do so, the Echo Dot would no longer included for free. After my sales associate spoke with two managers, my choices were: give my unopened Echo Dot back and repurchase the Ring using my rewards, repurchase the Ring and Echo Dot using my rewards, but pay for the Echo Dot, or not apply my reward points to the Ring purchase, call customer service and try to get them to extend the date I could use the rewards and if I was successful, keep them for a later time. At this point I was not planning on making any future Best Buy purchases, so I gave back my Echo Dot without any form of consideration, paid for the Ring and applied my reward points. Once again, I had been treated poorly. I felt Best Buy was sending me a clear message…. you are not valued as a customer and we don’t need or want your business.**Here is how these transactions should have occurred. The Nest smoke detectors should have been handled as an even exchange. Both models are the same price and were not on sale the day of the exchange and both were on sale previously. If the sales tax was an accounting issue, then the worst-case scenario for me would be that I would have to pay the Northglenn sales tax on the purchase. For the Ring camera transaction, I should have left the store with my Ring camera and Echo Dot from the original purchase AND had my rewards applied to that purchase as promised. In both instances, I am very aware that managers have the authority and ability to make such things happen when they wish to keep a valued customer. **Charles Long
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